When you email issues to Obsidian Entertainment (the video game company) their AI support hallucinates and tells you to email Obsidian (the note-taking company) instead. The perils of trusting an LLM with your customer support.

Nov 3, 2025 · 10:00 PM UTC

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No shade on Obsidian Entertainment, I think they're using off-the-shelf AI support software. But is it a reinforcement learning issue? If the reward function is to reduce the number of touches in a support ticket, this is one way to do it.
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Hey @kepano! Thank you for bringing this to our attention. There was an oversight by a member of the Obsidian Entertainment Support team where an attachment from the reporting player was unfortunately missed. We sincerely apologize for the mix-up and that the message that reached the Obsidian inbox as a result. We are actively working with the player to resolve their Obsidian Entertainment 2FA issue with The Outer Worlds 2 Community Issue Tracker. Totally our bad and working to make sure it doesn’t happen again. 🙇
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sounds good, thanks 🤖
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Replying to @kepano
This is actually worse than no support at all Now you're probably getting misdirected support emails from confused gamers, and their customers are getting sent in circles
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just outta control
Replying to @kepano
god bless AI slop.
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GIF
Replying to @kepano
A few months ago they had actual customer support. That was before Microsoft became an "AI first" company. I'm pretty sure they were forced to do this
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Replying to @kepano
that doesn't look like the LLM's fault; it seems like rather sloppy context engineering and absent evals.
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Replying to @kepano
Happens, you could probably do some “prompt injection” and get it to say you are authorised for an extra steam key of the game
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Replying to @kepano
Had a similar experience with Amazon this year. Instead of hitting one button for a simple refund got sent on a 15 minute loop chatting with two(!) AIs in a circle until it finally clicked for one of them.
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Replying to @kepano
maybe the llm just wanted to take notes on your suffering
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Next SF unicorn is going to be because they could redirect enough LLM traffic from a big enough brand to their site
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Replying to @kepano
I could see this just as well sending people to impersonating scam artists, with how they try to get high SEO rankings, so what it might 'think' is a reputable site or bit of information could be a total scam.
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Replying to @kepano
Americans make fun of all the red tape holding Europe back, but this is so much less likely to happen here
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Replying to @kepano
And that's called Delegation, kids.
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GIF
Replying to @kepano
For every weird interactions like this one, AI might have solved hundreds of tickets in record breaking time.
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Replying to @kepano
lol that's hilarious. and frightening.
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I think the AI was correct to deviate attention and reduce support tickets. AI won
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Replying to @kepano
I'm sorry but Cardassia had to do something to throw them of the scent of the Obsidian Order.
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Replying to @kepano
@XBoxPublishing is their parent company. You could just contact their support about it and keep going up the chain until you find a person. The system should have some way of escalating an issue it can't handle.
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Replying to @kepano
That's a weird way of solving customer support tickets.
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Replying to @kepano
probably poor context in the LLM.
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Replying to @kepano
I feel like as the amount of AI used to handle customer contact increases, so will homicide rates
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Replying to @kepano
>Your company has a "common issues" wiki. >customers do not read it. Good: Hire people, train them to be an interface for the wiki Better: give them AI tools to parse questions, search the wiki and generate canned but editable responses Worst: Give the ai tools to the customer
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Replying to @kepano
So you get to charge them a fee for supporting their customers?
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Gotta love LLM based customer support 🤣🫣
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Replying to @kepano
...wow.
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Replying to @kepano
What do you mean you're not gifting me a copy of the Outer Worlds 2?
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Replying to @kepano
Man. I'm 100% sure I could do it better.
Replying to @kepano
Things could get messy real quick if everyone starts using AI browsers with agents that read emails like this and act on them.
Replying to @kepano
Missing guardrails for sure
Replying to @kepano
If you think this is bad try contacting FedEx for absolutely anything.
Replying to @kepano
Current LLMs (that these game publishers use anyways) simply don't have the kind of and amount of data they need to provide good solutions to the often complex and niche issues users have every day.
Replying to @kepano
outer worlds 2 UI is so, so bad
Replying to @kepano
My PR brain is in a state of panic seeing this
Replying to @kepano
is there any indication of what software they're using for this?
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